Evaluation Report
Score overview and question-level quality findings.
26 / 100 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the BRAC Bank customer-service protocol? | Yes | 1/1 | |
Detail: Opening included salam, agent identity, and assistance offer: 'আসসালামু আলাইকুম, নাঈম বলছি... আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?' | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | Yes | 2/2 | |
Detail: Greeting wording was respectful and welcoming, with a proper assistance-oriented opening. | |||||
| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | No | 0/5 | |
Detail: Agent mostly jumped into giving solution; no real clarifying probe was used to validate the need beyond the customer's initial request. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: No system/security verification or metadata-confirmed probing was provided. | |||||
| q_2_3 | Knowledge | Did the agent provide complete, correct, current, and safe information for the customer's exact banking use case? | No | 0/15 | |
Detail: Use case was Balance Transfer to Airtel. Agent gave channel and some limits, but missed mandatory sender charge and gave incomplete/unclear method info. He also said 'তিনটি মাধ্যমে' but did not correctly explain SMS format or app limitation for Robi-to-Airtel. | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | No | 0/6 | |
Detail: Handling became somewhat confusing and inconsistent around amount explanation ('৳5-৳7 ব্যালেন্সে রেখে...'), and the call ended without a clean expert wrap-up. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
Detail: Customer asked for codes, but agent only clearly provided USSD *25066#. Required additional next-step info like SMS format/send-to short code was not clearly given in-call. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent generally followed the customer's balance transfer request and responded to the requested code-dial method without making the customer repeat the core issue multiple times. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear transcript evidence of interruption or talking over the customer. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | Yes | 13/13 | |
Detail: Agent remained polite and respectful throughout, repeatedly using courteous address like 'স্যার' and cooperative wording such as 'আচ্ছা, ঠিক আছে'. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: No clear magic word like 'ধন্যবাদ', 'দুঃখিত', 'কাইন্ডলি', or similar appeared in the transcript; 'স্যার' alone is not enough. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows visible confusion/self-correction in explanation, especially around transfer amount and balance requirement, which weakens confidence. | |||||
| q_3_6 | Soft Skill | Did the agent demonstrate proper sentence construction and clear pronunciation of banking terms, numbers, amounts, dates, and instructions? | No | 0/10 | |
Detail: Sentence construction was not consistently clear; the line 'আপনি সর্বোচ্চ ৳5-৳7 ব্যালেন্সে রেখে...' is confusing and customer-unfriendly. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer had to ask again about the codes ('এসএমএসের কোড কত, আর এমনে ডায়ালের কোড কত?'), showing the explanation was not fully clear/completely understood. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent avoided internal technical jargon and used customer-facing language. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent tailored the response to the customer's specific request about transferring to Airtel and the requested dial-code method, not just generic talk. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: No hold or transfer occurred, so this is auto-passed. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: Agent did not check understanding or offer further help near the end; no 'আর কিছু জানতে চান' type closing probe was used. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: Call ended abruptly with 'ঠিক আছে'; no professional closing with thanks/good wishes/salam. | |||||
| q_5_1 | Wrap up | Did the agent capture the customer's issue, action taken, and disposition correctly and completely in CRM/wrap-up, where metadata is available? | N/A | -/- | |
Detail: No CRM/CQC/wrap-up metadata was provided, so capture accuracy cannot be verified. | |||||